Add Support Ticket Attachments #24972

jkmassel · 2025-11-05T21:57:52Z

Description

Adds support for ticket attachment and status.

Testing instructions

Try:

Creating a ticket – ensure the compose screen can't be dismissed without confirmation while you're writing a message.
Try replying to a ticket – ensure the reply screen can't be dismissed without confirmation while you're writing a message.
Creating a new support conversation. Ensure you can reply to it, and that the status is correct after you create it.
Ensure you can't reply to a closed conversation.
Ensure you can upload photo and video attachments.
Ensure you can view previously-uploaded photo and video attachments.

Next Steps

A future PR will address localization, and will update wprs to address conversation titles being based on the last message, not the first.

dangermattic · 2025-11-05T21:58:38Z

	3 Warnings
⚠️	`Modules/Package.swift` was changed without updating its corresponding `Package.resolved`. If the change includes adding, removing, or editing a dependency please resolve the Swift packages as appropriate to your project setup (e.g. in Xcode or by running `swift package resolve`). If the change to the `Package.swift` did not modify dependencies, ignoring this warning should be safe, but we recommend double checking and running the package resolution just in case. .
⚠️	This PR is larger than 500 lines of changes. Please consider splitting it into smaller PRs for easier and faster reviews.
⚠️	This PR is assigned to the milestone 26.5. The due date for this milestone has already passed. Please assign it to a milestone with a later deadline or check whether the release for this milestone has already been finished.

Generated by 🚫 Danger

wpmobilebot · 2025-11-06T02:19:58Z

📲 You can test the changes from this Pull Request in WordPress by scanning the QR code below to install the corresponding build.

	App Name	WordPress
	Configuration	Release-Alpha
	Build Number	`29844`
	Version	`PR #24972`
	Bundle ID	`org.wordpress.alpha`
	Commit	`6c07ae1`
	Installation URL	1goenavor1mpg

Automatticians: You can use our internal self-serve MC tool to give yourself access to those builds if needed.

wpmobilebot · 2025-11-06T02:20:16Z

📲 You can test the changes from this Pull Request in Jetpack by scanning the QR code below to install the corresponding build.

	App Name	Jetpack
	Configuration	Release-Alpha
	Build Number	`29844`
	Version	`PR #24972`
	Bundle ID	`com.jetpack.alpha`
	Commit	`6c07ae1`
	Installation URL	3a83mi9bpb8a8

Automatticians: You can use our internal self-serve MC tool to give yourself access to those builds if needed.

adalpari · 2025-11-06T13:35:38Z

Edited: I realised I cannot select videos to add them as attached files. Is that expected?

adalpari · 2025-11-06T17:17:58Z

Edited: I realised I cannot select videos to add them as attached files. Is that expected?

Screen.Recording.2025-11-06.at.16.14.10.mov

adalpari · 2025-11-06T19:15:26Z

Great! Now I can add screen-recordings, but when selecting one, I don't get any feedback about it being added (or not). It's a 10MB video.

ScreenRecording_11-06-2025.20-11-33_1.MP4

kean

Hey, I left a few comments with things to potentially simplify. As a general feedback for the form, I'm going to put it this PR, but it's not directly related to attachments, so please feel to process these the way you see fit.

1. "Submit Request" form

I found the "Contact Support" a bit overwhelming and unapproachable. I wanted to see "Message", and it's not on the screen when you open it.

A couple of more specific items:

Should use a standard Button.make(role: .cancel) (x mark) and in the leading edge instead of "Cancel" in the confirmation button placement.
The "I need help with" looks like it supports multiple selection but doesn't. It takes a lot of vertical space.
Is "I need help with" required and/or important? Is that something HEs care about? If not, I'd consider removing it and making it easier to reach out.
The "Subject" should probably be optional - it's asking too much.
Consider removing "(Optional)" label after "Screenshots" and "Application Logs" – it's obvious from the context.
The "Send" button is not visible until you scroll to he bottom. If you skip a required field like "Subject", reach the bottom and find it disabled, it's hard to figure out what's wrong. Consider using a Button.make(role: .confirm) in the trailing edge. It's always visible and provides immediate feedback.
Does it need a "Contact Information" section? I'd suggest adding this information on a confirmation screen if there is one – "we got your request. we will reach out to " etc.
It's be nice to pre-populate the "Site Address" field and use a site picker instead of asking you to type your site address manually.
I would suggest removing the "Attachment Limit" unless you reach the limit – then show it as an error. It also looks too much like a progress indicator, especially in things context. If you show it, consider showing a small label with text and no bar (excessive, take too much space and attention)

2. "Ask the Happiness Engineers"

I would make sure to consult with HEs before exposing this option directly. I would assume HEs would prefer a unified experience where you start with a bot that would gather the required information based on your query and get you in touch with support when needed.

Is there a reason we not using the same design as on the web with a single simple chat view? Is there a need for a dedicated "Contact Support" form in general? As a user, I would probably a chat-like interface and AI to ask me the questions if it needs more data instead of a large form to complete upfront.

"Ask the bots" – that's likely not something people normally would want to select given the option. If 95+% of people people skip this option and go to support directly, it could balloon the support cost and we would miss out on (great) AI assistant option.

3. Misc

The screen used to show the app version number, which is important
"Clearing Disk" got stuck showing both "Clearing..." and "Complete" at the same time
I'd suggest cutting the "Support Profile" view – it's just your account.
"Ask the bots" (if kept) should start with a new conversation and not your previous conversation history and not "No Conversations". "History" should be hidden somewhere in the navigation bar buttons.

kean · 2025-11-06T19:58:48Z

Modules/Sources/AsyncImageKit/ImageDownloader.swift

+            let result = try await generator.image(at: CMTime(seconds: 0.0, preferredTimescale: 600))
+            let image = UIImage(cgImage: result.image)
+
+            guard let data = image.pngData() else {


It's relatively expensive to convert it to data and back. Does it needs to support data(for request). Would make sense to move it under image(for request)? Alternately, data(for request) could call image(for request) and then convert it to data so both would be supported.

This is addressed in #25000

kean · 2025-11-06T20:01:41Z

Modules/Sources/AsyncImageKit/Views/AsyncVideoThumbnailView.swift

+/// Asynchronous Image View that replicates the public API of `SwiftUI.AsyncImage` to fetch
+/// a video preview thumbnail.
+/// It uses `ImageDownloader` to fetch and cache the images.
+public struct CachedAsyncVideoPreview<Content>: View where Content: View {


It seems like a copy of AsyncImageKit.CachedAsyncImage with a single line that's different:

imageDownloader.image(for: ImageRequest(videoUrl: url))

I'd suggest adding an ImageRequest init in the existing CachedAsyncImage.

This is addressed in #25000

kean · 2025-11-06T20:06:48Z

Modules/Sources/Support/UI/Diagnostics/EmptyDiskCacheView.swift

-                await MainActor.run {
-                    withAnimation {
-                        self.state = .clearing(progress: progress, result: "Working")
+            try await Task.runForAtLeast(.seconds(1.5)) {


It seems excessive. Does it ever take more than 10ms to clear disk caches? Removing a cache folder is usually an instant operation. I'd suggest showing an indefinite ProgressView and eliminating the complexity with the reporting – less code, less stuff to localize and maintain.

Does it ever take more than 10ms to clear disk caches? Removing a cache folder is usually an instant operation

Have you ever tried deleting a Netflix downloaded video file from the iOS storage management screen? It takes multiple seconds and freezes the UI 😅

This functionality should probably still exist even if the progress were indeterminate – the idea is that if the operation is instant it won't flash the UI or perform a choppy animation, it'll nicely animate to one state then back to the other.

Have you ever tried deleting a Netflix downloaded video file from the iOS storage management screen? It takes multiple seconds and freezes the UI 😅

It's a different use-case. It does make sense to show nice fake animation even if the work is instant.
I'd be curious why it takes so long for them. It really is nearly instant for the most scenarios.

I'm not sure it's really worth including in this release tbh, because, if I'm not mistaken, there is little that gets stored in it. It would help to perhaps add a way to clear Core Data caches etc, but normally HEs simply recommend to re-install the app, which is probably the best way to resolve any cache-related issues.

kean · 2025-11-06T20:08:08Z

Modules/Sources/Support/UI/ErrorView.swift

    }
 }

+public struct FullScreenErrorView: View {


Please use a standard EmptyStateView from WordPressUI and include the dependency if it's not yet included. Alternatively, you should now be able to use native ContentUnavailableView with iOS 17.

It looks like it's also missing localization.

It uses ContentUnavailableView as of 04d4c15

Localization I was going to leave since it makes this PR larger and harder to follow but it's done in f5b830093196b36d206d2a3c5c2c23429fa0395e

kean · 2025-11-06T20:17:25Z

Modules/Sources/Support/UI/OverlayProgressView.swift

+            .frame(maxWidth: .infinity, maxHeight: .infinity, alignment: .top)
+            .padding(.top, 24)
+            .onChange(of: context.date, { oldValue, newValue in
+                if case .awaitingHiding(let until) = state {


This seems overly complex. Other screens in the app use a simple understated ProgressView. You can instantly hide and show it and it looks good.

If it's loading the content, the progress view is shown in the middle. If it's a result an asynchronous action, it usually replaces a button. The overlays, and especially with custom design, make the app feel slow.

Is there an example of this somewhere? I couldn't find anything that had a "load the cache and display activity while updating from the server" pattern already, which was why I ended up adding this.

kean · 2025-11-06T20:25:04Z

Modules/Sources/Support/UI/Support Conversations/AttachmentListView.swift

+    @GestureState private var currentZoom = 1.0
+
+    var magnification: some Gesture {
+        MagnifyGesture().updating($currentZoom, body: { newValue, state, transaction in


It didn't seem to work for me. The views are too small for zooming with gestures. I'd suggest using .contextMenu with a details view instead (for long-press) or removing it altogether.

kean · 2025-11-06T20:26:55Z

Modules/Sources/WordPressCoreProtocols/CachedAndFetchedResult.swift

@@ -0,0 +1,21 @@
+import Foundation
+
+public protocol CachedAndFetchedResult<T>: Sendable {


(nit) This seems a bit confusing. What is UncachedResult for? Why does result have two async closures? Is it more like a promise? Why would you need CachedAndFetchedResult in a single struct?

Yeah, it's technically two promises – one for fetching from the cache and one for fetching from the network.

It allows you to return a single object from an endpoint that makes it easy to read the same type from the cache quickly then from the network.

Might need a better name, but it's a lot more ergonomic to work with from view code than AsyncStream<T>

jkmassel · 2025-11-07T01:15:18Z

Should use a standard Button.make(role: .cancel) (x mark) and in the leading edge instead of "Cancel" in the confirmation button placement.

Ah yeah that's just a miss.

The "I need help with" looks like it supports multiple selection but doesn't. It takes a lot of vertical space.
Is "I need help with" required and/or important? Is that something HEs care about? If not, I'd consider removing it and making it easier to reach out.

This was duplicated from other apps – I'm happy to get rid of it, it's just a UI for adding tags that may help the user. We'll let the HEs make that call.

The "Send" button is not visible until you scroll to he bottom. If you skip a required field like "Subject", reach the bottom and find it disabled, it's hard to figure out what's wrong. Consider using a Button.make(role: .confirm) in the trailing edge. It's always visible and provides immediate feedback.

I started with this, but here's what it looks like – can you tell just by looking at it if it's enabled or not (hint: it's disabled).

Does it need a "Contact Information" section? I'd suggest adding this information on a confirmation screen if there is one – "we got your request. we will reach out to " etc.

We take the user to the conversation detail view after this. We could make it less prominent if it turns out that's a big issue.

Is there a reason we not using the same design as on the web with a single simple chat view? Is there a need for a dedicated "Contact Support" form in general? As a user, I would probably a chat-like interface and AI to ask me the questions if it needs more data instead of a large form to complete upfront.

This is a direct request from the HEs – we have a chat-like interface now and it often lacks detail or just contains a word or two. It's not clear from the existing UI that you're filing a ticket – one of the main goals with this is to differentiate between chat and filing a ticket.

If 95+% of people people skip this option and go to support directly

If 95% of users don't want it to work this way, it probably shouldn't work that way? Only paying customers can access this anyway, so we shouldn't put a blocker in place. Also – this is how the current app works. There's "Contact support" (which takes you to the support bot) and there's "Tickets" which works the same way.

crazytonyli · 2025-11-10T08:17:30Z

Modules/Sources/Support/Extensions/Foundation.swift

+    enum RunForAtLeastResult<T>: Sendable where T: Sendable {
+        case result(T)
+        case wait
+    }


This enum is not used.

Addressed in a2c74e0

crazytonyli · 2025-11-10T08:22:20Z

Modules/Sources/Support/UI/Support Conversations/AttachmentListView.swift

+        } label: {
+            ZStack {
+                if attachment.isImage {
+                    AsyncImage(url: attachment.url) { image in


Use CachedAsyncImage?

Done in a2c74e0

summarization Use first message for conversation title

conversation status status

Add maximum upload size

kean

I briefly re-reviewed the changes, and the code appears good. I left a couple of minor comments that don't block the merge. I did leave a separate comment on #25000, which seems to also be included in this PR, so please address it before merging.

kean · 2025-11-19T18:35:29Z

WordPress/Classes/ViewRelated/NewSupport/SupportDataProvider.swift

+                await summarize(firstMessageText)
+            }
+        } else {
+            title = "New Bot Chat"


(nit ) missing l10n

b203874 b203874

kean · 2025-11-19T18:37:08Z

Modules/Sources/WordPressCoreProtocols/Extensions/Foundation+Date.swift

+
+public extension Date {
+    /// Is this date in the past?
+    var hasPast: Bool {


(nit) it doesn't seem to be worth adding as a public extension

sonarqubecloud · 2025-11-20T00:26:27Z

Quality Gate passed

Issues
32 New issues
0 Accepted issues

Measures
0 Security Hotspots
0.0% Coverage on New Code
0.0% Duplication on New Code

See analysis details on SonarQube Cloud

jkmassel force-pushed the add/support-ticket-attachments branch 4 times, most recently from f6aaec6 to 9179bec Compare November 6, 2025 02:08

jkmassel requested review from adalpari, crazytonyli and kean November 6, 2025 02:20

jkmassel self-assigned this Nov 6, 2025

jkmassel added the Support label Nov 6, 2025

jkmassel added this to the 26.5 milestone Nov 6, 2025

jkmassel marked this pull request as ready for review November 6, 2025 02:21

adalpari mentioned this pull request Nov 6, 2025

CMM-927 support attachments limit wordpress-mobile/WordPress-Android#22338

Merged

1 task

kean reviewed Nov 6, 2025

View reviewed changes

kean mentioned this pull request Nov 6, 2025

Update the WPCom Language Database #24973

Merged

crazytonyli reviewed Nov 10, 2025

View reviewed changes

jkmassel mentioned this pull request Nov 19, 2025

Add video support to AsyncImageKit #25000

Merged

jkmassel added 7 commits November 18, 2025 18:04

Add video support to AsyncImageKit

0f8a25c

Introduce+adopt WordPressCoreProtocols

cae534b

Add ticket attachment support

1803ff7

UI fixes

42d84ce

Locally summarize bot conversation titles

1866c45

summarization Use first message for conversation title

Add support conversation status support

5bfc8f2

conversation status status

Add attachment previews for video + PDFs

73568fd

jkmassel added 8 commits November 18, 2025 18:44

Disable rich text

c735664

Add maximum upload size

fa306e3

Add maximum upload size

Add network debugging

5b59659

Fix dependency warning

424e6d2

Allow screen recordings and screenshots

80e53a6

Fix cancel button placement

fb45bbf

Address suggestions

a2c74e0

Fix AsyncImage video support

97206f0

jkmassel force-pushed the add/support-ticket-attachments branch from fb1c03d to 97206f0 Compare November 19, 2025 02:02

jkmassel added 3 commits November 18, 2025 21:32

Use ContentUnavailableView

04d4c15

Add localization

13a173d

Fix up EmptyDiskCacheView

a004b36

jkmassel requested review from crazytonyli and kean November 19, 2025 06:03

jkmassel added 3 commits November 18, 2025 23:17

Fix a library issue

117f0c9

Fix some missed localizations

92e75e7

Handle video loading errors

ded9e2e

kean approved these changes Nov 19, 2025

View reviewed changes

Fix a missed localized string

b203874

jkmassel enabled auto-merge November 20, 2025 00:21

Move support-specific extension into support

6c07ae1

jkmassel added this pull request to the merge queue Nov 20, 2025

github-merge-queue bot removed this pull request from the merge queue due to no response for status checks Nov 20, 2025

jkmassel added this pull request to the merge queue Nov 21, 2025

Merged via the queue into trunk with commit d007471 Nov 21, 2025
30 of 32 checks passed

jkmassel deleted the add/support-ticket-attachments branch November 21, 2025 20:10

		@@ -0,0 +1,21 @@
		import Foundation

		public protocol CachedAndFetchedResult<T>: Sendable {

Add Support Ticket Attachments #24972

Add Support Ticket Attachments #24972

Uh oh!

Conversation

jkmassel commented Nov 5, 2025 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Description

Testing instructions

Next Steps

Uh oh!

dangermattic commented Nov 5, 2025 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Uh oh!

wpmobilebot commented Nov 6, 2025 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Uh oh!

wpmobilebot commented Nov 6, 2025 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Uh oh!

adalpari commented Nov 6, 2025 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Uh oh!

adalpari commented Nov 6, 2025

Uh oh!

adalpari commented Nov 6, 2025 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Uh oh!

kean left a comment • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Choose a reason for hiding this comment

1. "Submit Request" form

2. "Ask the Happiness Engineers"

3. Misc

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

kean Nov 19, 2025 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

kean Nov 6, 2025 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

kean Nov 6, 2025 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

jkmassel commented Nov 7, 2025

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

kean left a comment

Choose a reason for hiding this comment

jkmassel commented Nov 5, 2025 •

edited

Loading

dangermattic commented Nov 5, 2025 •

edited

Loading

wpmobilebot commented Nov 6, 2025 •

edited

Loading

wpmobilebot commented Nov 6, 2025 •

edited

Loading

adalpari commented Nov 6, 2025 •

edited

Loading

adalpari commented Nov 6, 2025 •

edited

Loading

kean left a comment •

edited

Loading

kean Nov 19, 2025 •

edited

Loading

kean Nov 6, 2025 •

edited

Loading

kean Nov 6, 2025 •

edited

Loading